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Newport Beach Medspa - www.newportbeachmedspa.com

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Chris Zelig, MedstarIsaac Klausnser, MedstarHector Mota, Operations Manager at MedstarJonnamae Jumawan, MedstarShane Quast, MedstarCharmae Arcayan, MedstarVania J, MedstarKamie Allen, Content ManagerSelena Vujatov, MedstarAlyssa Workman, MedstarIvonne Ackerman, MedstarElizabeth RuffaBrittany Redding, Digital Marketing Manager at MedstarJenna Maschino, Senior Support Specialist at MedstarJudi Vallano, Medstar +1 others
From the list: Front Desk Support

✔ Secret Shop/ Call Rail Report

Hector M. added this on
Completed by Hector M.
Assigned to
Amy Van Deusen Amy V.
Notes
Hector Mota Hector always be ready to secret shop new clients after all of the other issues are taken care of. 

Comments & Events

Hector Mota, Operations Manager at Medstar Hector Mota, Operations Manager
Hello Amy Van Deusen Amy  
I just noticed we have not secret shopped this client. I am also not seeing any activity on their part on the leadsheet. 
Can you please add them to your list and see if you can Secret shop them this week?
https://newportbeachmedspacoolsculpting.com/coolsculpting/
Thank you. 
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Amy Van Deusen Amy Van Deusen
Ok Hector Mota, Operations Manager at Medstar Hector , I can secret shop them tomorrow and I will keep you updated.
Hector Mota, Operations Manager at Medstar thank you!😊
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Amy Van Deusen Amy Van Deusen
Hi Hector Mota, Operations Manager at Medstar Hector , I don't have access to the client sheet. Let me know if you can provide access so I can start this shop. Thanks! 
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Hector Mota, Operations Manager at Medstar Hector Mota, Operations Manager
I just provided you access Amy Van Deusen Amy . 
Please check now. 
Amy Van Deusen Got it. Thanks!
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Amy Van Deusen Amy Van Deusen
Hey Hector Mota, Operations Manager at Medstar Hector , I just began the shop for this client.  I have not received any e-mails, texts, or phone calls so far.  I will continue to update the client sheet as they try to contact me and keep you posted. Also, please verify that the lead was received. Thanks :)

Website - https://newportbeachmedspacoolsculpting.com/coolsculpting/
Confirm - https://newportbeachmedspacoolsculpting.com/c/coolsculpting/
Date: 2/3/21
Time: 2:15 PM (EST)
Name - Louisa Hermes
Email - hermes.louisa@yahoo.com
Phone - (860) 670-5468
Message - I want to get rid of extra fat in my stomach area.
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Hector Mota, Operations Manager at Medstar Hector Mota, Operations Manager
Well done Amy Van Deusen Amy , thank you.
Here's your confirmation screenshot from the Leadsheet.

image.png 81.2 KB • Download
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Amy Van Deusen Amy Van Deusen
Hi Hector Mota, Operations Manager at Medstar Hector , it has been a week since the lead was submitted for this client as well.  I have updated the secret shop spreadsheet. Should I go ahead and write the report for them?
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Hector Mota, Operations Manager at Medstar Hector Mota, Operations Manager
Hello Amy Van Deusen Amy
How are you?
Normally, I post the results after a week so that is correct.
You can post what happened and what took place. Then, if Chris or whitney.zelig@gmail.com, Medstar whitney.zelig@gmail.com wants us to do a full report, we do so.
Thank you... 
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Amy Van Deusen Amy Van Deusen
Hi Hector Mota, Operations Manager at Medstar Hector whitney.zelig@gmail.com, Medstar whitney.zelig@gmail.com Here is the secret shop report for this client. Please let me know if there is anything else I need to do for this task. Thank you!

Newport Beach MedSpa - Secret Shopper Leads Test Report

Date of test – 2/3/21

Overall Analysis: Needs to be set up with Highlevel. Mediocre response, requires adjustments.


Newport Beach MedSpa- Secret Shopper Leads Test Report

 
Date of test – 2/3/21
Lead entered: 2:15 PM (EST)
Overall Analysis: Needs to be set up with Highlevel. Mediocre response, requires adjustments.
 
 
Spa Response Time:
Phone call: Yes, the next day - 2/4/21 at 6:22 PM (EST)
 
Voicemail: Yes, the next day- 2/14/21 at 6:22 PM (EST)
 
Text Message: None.
 
E-mail: Yes, automated e-mail received 2 days later- 2/5/21 at 5:37 AM (EST)
 
Problems with form/button: None.
 
Follow-up Phone call: None.
 
Follow-up E-mail: Yes, automated follow-up e-mail received 7 days later- 2/10/21 at 5:07 PM (EST)
 
Follow-up Text Message: None.
 
Areas that need improvement: No texts. No personal e-mails. No follow-up phone calls.
 
Insight Summary – The staff at Newport Beach MedSpa responded to the lead by calling the next day, but not within 24 hours of receiving the lead. No follow-up phone calls were made. An automated e-mail was sent 2 days after and 7 days after the lead was entered. No personal e-mails were sent. No text messages were sent. This requires attention.
 
 
Details about lead:
 
Newport Beach MedSpa - Secret Shopper Leads Test – CoolSculpting
Date: 2/3/21
Time:  2:15 PM (EST)
 
Name – Louisa Hermes
Phone - 860-670-5468
Message - I want to get rid of extra fat in my stomach area.
 
Recommendations for the staff at Newport Beach Medspa:
 
  • A welcoming or acknowledgment text message should be sent out to all potential clients as soon as possible. This works for the benefit of the client in several ways, not just letting the lead know that their request has been received. It also helps create an additional channel of communication between the spa and a potential client.


  • The team at Newport Spa sent out an automatic, welcoming email to the lead. However, it was sent 2 days later, and we recommend sending this e-mail out the same day that the lead was received. Another automated e-mail was sent 7 days after the lead was received. We recommend sending out a personal type of e-mail as other top medical spas do. Statistics show that this provides greater ROI results when it comes to leads. E-mails also aid in initiating and building a line of communication between the lead and the client.


  • A phone call was made, but it was not made within 24 hours of receiving the lead. No follow-up phone calls were made after the initial phone call. We highly recommend that leads should be followed up with a phone call on the first day and the following day. Then, an e-mail, phone call, and text message again a few days after that. Then, repeat this process a week or so later again if there’s no response from the lead.

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Hector Mota, Operations Manager at Medstar Hector Mota, Operations Manager
Well done Amy Van Deusen Amy
I am finding out from Chris now if he wants to send it to the client. 
Thank you. 
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Hector Mota, Operations Manager at Medstar Hector Mota, Operations Manager
I have sent out the report to client..
Thank you again for your excellent work Amy Van Deusen Amy . 
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Hector Mota, Operations Manager at Medstar
Hector Mota completed this to-do.